Harcastle Environmental - QBR
Documentfinal Harcastle Environmental · qbr_deck · final · 2026-06-01
Final quarterly business review deck prepared by Marcus Bell for the Growth subscription. It reports rising usage, four routine tickets, nothing overdue and no service credit issues. It states contracted ARR of £44k and a term ending 10 Apr 2027.
What it says
What this says
Current to 13 Oct 26Final quarterly business review deck prepared by Marcus Bell for the Growth subscription. It reports rising usage, four routine tickets, nothing overdue and no service credit issues. It states contracted ARR of £44k and a term ending 10 Apr 2027.
What it is: a customer-facing QBR deck dated 1 Jun 2026, version 1, marked final. It is not a contract and sets no new terms.
Commits: Marcus Bell to share a breakdown of who is asking questions and to review connector coverage before the next review. Lewis Kerr is to confirm who owns the renewal decision.
Unusual: nothing off standard terms. It says refresh and availability were "in line with the Growth service levels in your order form" and quotes no figures.
Not settled: the deck puts no pound figure on the value delivered, and it does not say who signs the renewal at Harcastle. Usage trends are described in words, not numbers, and who asks the questions is not yet shown.
As found in this document
Current to 9 Oct 26- Date end10 Apr 2027Source: object_read:doc_152_018
- Date renewal10 Apr 2027Source: object_read:doc_152_018
- Date start11 Apr 2025Source: object_read:doc_152_018
- Service levelsNightly refresh and availability have been in line with the Growth service levels in your order formNightly refresh and availability have been in line with the Growth service levels in your order form · Source: object_read:doc_152_018
- Renewal noticeI will send the formal renewal notice ahead of the contract end, in line with the usual process.I will send the formal renewal notice ahead of the contract end, in line with the usual process. · Source: object_read:doc_152_018
The document
Body
Harcastle Environmental - QBR
Quarterly business review, Growth subscription
Prepared by Marcus Bell, Customer Success Manager, BB-Demo Account owner: Lewis Kerr Review date: 1 Jun 2026 Status: Final, version 1
1. Why we are here
This review covers how Harcastle Environmental is using the company brain, what value it is giving the account management teams, and what we plan to do together between now and the end of the term.
A quick reminder of why Harcastle bought the brain. You collect and recycle commercial waste for about thirty thousand business customers across Yorkshire and the North East. Your account managers needed to see each customer's collections, missed-collection tickets, calls and invoices in one place, rather than moving between systems and reconciling by hand. That was the reason for choosing Growth.
| Item | Detail |
|---|---|
| Organisation | Harcastle Environmental, Wakefield |
| Industry | Waste management |
| Tier | Growth |
| Customer since | 11 Apr 2025 |
| Current term ends | 10 Apr 2027 |
| Annual recurring revenue (contracted) | £44k |
| Licensed users | 40 |
| BB-Demo account owner | Lewis Kerr |
| BB-Demo CSM | Marcus Bell |
Read the whole document (7,098 characters)
2. Headline summary
- Usage is growing. Average daily activity over the last thirty days is up by more than a quarter on the prior quarter.
- Support has been quiet and routine. There were no high-priority tickets in the last thirty days.
- Invoices are up to date, with nothing overdue.
- There is plenty of headroom in the licence, which is a good place to start the next conversation.
Overall this is a healthy account, and I'd like to use this review to make sure that growth in usage turns into growth in value that you can point to internally.
3. Usage
What the numbers show
| Measure | Last thirty days | Trend |
|---|---|---|
| Average active users | A little under nine | Up by more than a quarter against the prior quarter |
| Licensed users | 40 | Unchanged |
| High-priority tickets | None | Steady |
| Tickets in total | Four | Routine |
How I read it
- The number of people using the brain each day is rising, which is the direction we want. It means the habit is spreading beyond the first group who were trained at the start.
- Only a fraction of the licensed users are active on an average day. That is not a problem in itself, but it does mean there is room to bring more of the account management team in without any change to the contract.
- I'd rather look at who is asking questions than at how many page views there are. In the next review I'll bring a breakdown of who is asking, so we can see whether a handful of people carry most of the usage or whether it is shared across the teams.
4. Value delivered
What the Growth tier is doing for Harcastle, in the way you described it when you joined:
- One view of the customer. An account manager can see a customer's collections, missed-collection tickets, calls and invoices together, instead of opening each system in turn.
- Faster preparation for customer conversations. With the history in one place, a call about a missed collection starts from the facts rather than from a search.
- Fewer manual reconciliations. The brain removes the need for the teams to stitch records together by hand before a review or an invoice query.
- Dashboards. Growth includes the dashboards builder, so teams can put the views they use most in front of managers without asking for a report.
I have not put a pound figure on these benefits, because I don't want to guess at it. If your team can tell me roughly how long a typical customer review took before and how long it takes now, I can help turn that into a simple value case you can use inside Harcastle.
5. Support and service
- There were four tickets in the last thirty days, none of them high priority.
- Nothing is outstanding that needs escalating.
- Nightly refresh and availability have been in line with the Growth service levels in your order form, and I have no service credit issues to report.
- Your invoices are paid on time and nothing is overdue.
If anything about the speed or quality of support has not matched what you expected, please tell me directly. I would rather hear about it now than at renewal.
6. What is working well
- Adoption by the account management teams is climbing without a big push from us.
- Support demand is low and routine, which tells me the connected sources are loading cleanly.
- The commercial relationship is straightforward: payments are on time and the contract is clear.
7. Opportunities
| Opportunity | What it would mean | Who |
|---|---|---|
| Bring more of the licensed users into regular use | More of the account managers asking questions of the brain each week, using what you already pay for | Marcus Bell with your team leads |
| Build more dashboards | Put the most-used customer views in front of managers, using the Growth dashboards builder | Marcus Bell |
| Review connector coverage | Check whether any further system your account managers rely on should sit in the brain, within the Growth connector allowance | Marcus Bell |
| Review the licence as usage grows | If active use continues to rise, talk through whether additional users are worth considering | Lewis Kerr |
I am not suggesting any change today. These are the places where I'd expect the next conversation to come from if the current trend continues.
8. Looking ahead to renewal
Your current term runs to 10 Apr 2027. That is some way off, but I like to be open about the timetable:
- I will send the formal renewal notice ahead of the contract end, in line with the usual process.
- Lewis Kerr will lead the commercial conversation, including pricing for the next term.
- Between now and then, my job is to make sure the value of the brain is clear to the people who sign it off, not only to the people who use it every day.
I'd suggest we agree at the next review who inside Harcastle will own the renewal decision, so the value case is written for them.
9. Actions and next steps
| Action | Owner | Timing |
|---|---|---|
| Share a breakdown of who is asking questions and how often | Marcus Bell | Before the next review |
| Gather a rough before and after on time spent preparing customer reviews | Harcastle team leads, with Marcus Bell | Over the next few weeks |
| Agree which dashboards to build next | Marcus Bell with Harcastle account managers | Over the next month |
| Check the list of connected systems against what the teams use day to day | Marcus Bell | Before the next review |
| Confirm who owns the renewal decision at Harcastle | Lewis Kerr | Before the next review |
10. Questions and thanks
Thank you for your time and for the way your teams have taken to the brain. If anything in this deck doesn't match what you are seeing on the ground, tell me and I'll look into it.
Happy to jump on a call at any point. Shall we book 30 minutes before the next review to go through the dashboards?
Thanks, Marcus